Service Desk Analyst

Location: Lancaster

Permanent Salary: £26,038 - £29,659 (Grade 5)

Closing Date: Sunday 8th December

Interview Date: Monday 16th December

Lancaster University is an established thriving UK university with a world-class reputation for excellence in research, teaching and engagement. Lancaster is consistently ranked in the top universities in all three major UK league tables and continues to build a growing reputation both nationally and internationally. Our Lancaster University values believe in respecting each other by being open and fair and promoting diversity, we build strong communities by working effectively together in a supportive way and we create positive change by being ambitious in our learning, expertise and action.

Join our dynamic frontline IT support team as a Service Desk Analyst, providing exceptional support to students and staff. You'll be the first point of contact for technical queries, delivering solutions via phone, chat, face-to-face interactions, and our help centre system.

Responsibilities include troubleshooting IT incidents, managing service requests, and ensuring continuous service improvement with a strong focus on customer service excellence. You will work with a diverse range of customers, technologies and devices, with responsibility for triaging incoming enquiries and calls and work to provide a first time fix for straight forward incidents and requests, referring more complex issues to other support teams across the IT Service.

We're looking for a problem-solver passionate about IT and customer service with substantial experience in technical support.

Required experience, skills & abilities:

1. Convey an appropriate rationale and interest in applying for this post. (Essential)
2. Experience of working in a customer facing role providing first and/or second line IT support, effectively troubleshooting and working with a wide range of hardware, software and operating systems, Microsoft Windows, MS Office, Apple and Linux. (Desirable)
3. Excellent communication skills, with the ability to translate technical information, verbally and in writing, to a diverse range of customers. (Essential)
4. In depth experience of working with Microsoft applications as well as PC and Mac hardware and software. (Essential)
5. Experience of ISS Service Desk systems & processes (Desirable)
6. Ability to follow processes and document your work effectively. (Essential)
7. Being able to accurately interpret written text and create and maintain accurate work notes. (Essential)
8. Ability to work in a team towards clearly defined aims and objectives. (Essential)
9. An ability to undertake basic investigation of issues with a logical and systematic problem-solving approach. (Essential)
10. Experience of providing excellent customer service whilst working in a customer service environment. (Essential)
11. Ability to plan, manage tasks, prioritise workloads and meet competing deadlines. (Essential)
12. Experience of working in an IT or AV service environment (Desirable)
13. Experience of working within an academic environment (Desirable)
14. Microsoft Office Specialist certification (Desirable)
15. Relevant IT Qualification, ITIL or equivalent current experience (Desirable)

This is a full-time, indefinite post with some flexibility to work some of your time remotely, but it is primarily a campus based role.

If interested, apply now and submit your CV alongside a coversheet, up to a maximum of three A4 pages.

The University strives to be diverse and inclusive, a place where we can all be ourselves. We offer family friendly, flexible working arrangements, with forums and inclusive facilities to support our staff.

We promote equality of opportunity and diversity within the workplace and welcome applications from all sections of the community.